The Team
The very first person serviced by the Customer Care Team
Who is the Customer?
The number of behavior styles.
What is 4?
AHT stands for what?
Average Handle Time
The first thing you should do as you answer a call.
What is to smile?
What would you call those things that would stop you from listening effectively?
What are internal or external distraction?
This person would be the front-liner who talks to our customers.
Who is the CSR?
This behavior style is usually perceived as someone who takes charge but may sometimes appear as a bit bossy.
What is Directive?
VPN
Virtual Private Network
Something you should never do when on the phone with someone who does not speak English very well.
What is to raise your voice?
manner of expression in speech; the pitch of a word used to determine its meaning or to distinguish differences in meaning.
What is tone?
They ensure that all resources that enable you to take calls work.
What is IT?
This behavior style would pay attention to details.
What is a Systematic?
NSP
Network Service Provider
Something you should not do across the room in the Call Center since others are on the phone.
What is to yell?
A Reflecting Skill used when the customer has strong emotions.
What is empathy?
Also called a Lost Call where the caller hangs up before reaching an agent.
What is an Abandoned Call?
The act of adapting your communication style to suit another behavior style.
What is Flexing?
QA
Quality Assurance
Upon picking up the phone, what is the second step to follow in order to help the person that is calling?
What is authenticate the call?
The ability to speak at a speed that is easily understandable by customers
What is pace?
What does Sitel stand for?
What is System International TELemarketing?
Agents should avoid words such as “can’t” or “don’t” and offer to find the solution with a determined...
What is positive language?
QoS
Quality of Service
If you must put a customer on hold or transfer their call, always ask for
What is their permission?
Interrupting a customer implies a lack of ________- or empathy for a problem.
What is respect?